Mexico’s largest airline, Volaris, has harnessed the power of Verint CX Automation to transform its customer care operations, driving impressive results across millions of yearly customer interactions. Through advanced AI-powered bots and a digital-first customer service approach, Volaris has achieved significant improvements in efficiency, customer satisfaction, and business outcomes.
CSAT increased by 30% across 5 million annual interactions.
85% of digital customer queries handled instantly by AI bots.
Agents now handle 3x more calls with zero increase in staff.
Contact center costs reduced by 70% through CX Automation.
Digital channels, including messaging and social, drive quick, seamless support.
Customer care now self-sustaining via revenue from upselling itineraries and add-ons.
Volaris adopted Verint’s AI-powered bots to handle the vast majority of customer inquiries, freeing agents to manage more complex cases. Bots manage 85% of digital interactions—covering simple to complex tasks like check-in—across messaging platforms and social media. As a result, Volaris agents have tripled their capacity without increasing headcount, efficiently handling simultaneous customer conversations and enabling digital interactions to be paused or resumed without losing context.
By automating responses and streamlining workflows, Volaris achieved a 70% reduction in cost per customer interaction. At the same time, the move to digital channels allowed the airline to support new revenue streams by enabling automated sales of travel itineraries, promotions, and ancillary products. These efficiencies have made the customer service operation self-sustaining, with the additional revenue offsetting support costs.
Volaris’s transition to digital-first service not only cut costs but elevated the overall customer experience. Customers receive quicker, more accurate responses, and no longer have to repeat their issues or endure call transfers. The flexible set-up allows agents to handle four to five chats at once, increasing resolution speed while ensuring customer inquiries are never dropped.
“Our use of Verint bots to automatically respond to customer questions, complete tasks and drive sales has been a game changer, enabling us to achieve multiple, significant business outcomes.”- Daniel Gelemovich, Digital & Marketing Director, Volaris
“Volaris is simultaneously improving service and making strategic moves to keep costs low for its customers.” - Anna Convery, Chief Marketing Officer, Verint
Through Verint CX Automation, Volaris has achieved industry-leading customer experience results while maintaining cost competitiveness—positioning the airline for continued growth in a digital-first travel marketplace.
About Verint
Verint® (NASDAQ: VRNT) is a leader in Customer Experience (CX) Automation, serving a customer base that includes more than 80 of the Fortune 100 companies. The world’s most iconic brands use the Verint Open Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise. Verint is uniquely positioned to help brands increase CX Automation with our differentiated, AI-powered Open Platform.
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